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5cb59c16
Community Member

Identity Verification

Hi Team, 

 

Today I got my Identity Verification tab in my settings, I have a few questions: -

Q.1) I don't have any last legal name so how are you guys gonna verify my Identity?

Q.2) In my UpWork profile, my current name is "Tushar Sharma", but legally I don't have a last name so what should I do next to get my UpWork Account Verified?

Q.3) My last name in my UpWork profile i.e. "Sharma" is used by me because it was required by UpWork account registration

 

Let me know your thoughts on it.

ACCEPTED SOLUTION
JoanneP
Moderator
Moderator

Hi Tushar,

 

If you are eligible or required to receive an “Identity Verified” badge, you can complete the two stages by going to Identity Verification in your Settings.

 

Freelancers requested to submit identification documents should submit any of the documents listed during the verification process. Note that the list is different for each country.

 

If you do not have any documents from the list, you can submit a different government-issued ID, ensuring it’s unexpired and valid. This will trigger a manual review process. Acceptable documents include passport, national ID card (NIC/CNIC), driver's license, NBI Clearance (Philippines only), tax ID, voter ID, postal ID, or any other valid government-issued photo ID that meets these criteria. 

 

Please note that your profile must represent you as an individual and that all the information in your profile, including your profile photo, needs to be accurate, truthful, and verifiable. We understand you may have provided a name and/or picture that you would like to update now. If that’s the case, and you’re being asked to verify your identity now, please proceed with submitting your ID and completing your Visual Verification anyways. If there is any issue or mismatch, our team will reach out to you directly to assist you.

 

Note that we occasionally ask users to re-verify because periodic checks ensure their accounts continue to reflect accurate information. Our goal is to make this process as seamless as possible and we thank you for your contribution to keeping Upwork a professional and safe community.

 

If you don't see a way to verify, that may be because you're not eligible yet. Please know that verification cannot be requested, but is slowly being rolled out to all talent. If the team finds the need to verify your account, you will be notified through an email, or through a notification in your account.

 

~ Joanne
Upwork

View solution in original post

2,395 REPLIES 2,395

I have completed identity verification four to five times but still it is not resolved,please help me

Hi Md Aslam,

 

Thank you for following up. I shared your report with our team and one of our agents already reached out to you directly via a support ticket to assist you further. You can access your ticket on this page.

~ Nikola
Upwork
a-mahfuz
Community Member

Hello.verification problems.please help me.

Hi Murad,

 

I'd be happy to assist you. Please share more information about the issue you're having with verification so I can check.

~ Joanne
Upwork
fdf63cd9
Community Member

I dont recieve an option of identity verification.
When i will get this option on my profile?

Hi Asma,

 

We are slowly rolling this option out to freelancers. When you become eligible, we’ll notify you when you log into our site. You’ll be asked to upload an official government ID and meet with us for a quick video call. Once you successfully verify your identity, a badge will be added to your Upwork profile.

 

You can find more information about this here.


~ AJ
Upwork
210e4068
Community Member

Hey can anyone please help me with identity verification for my account it is taking more than week now for getting verified, Its kind of urgency so it will be very helpful to get verified as soon as possible

I am reaching out on behalf of a close friend who has been an active Upwork freelancer for over 10 years, holding a Top Rated Plus profile. Unfortunately, he has recently encountered a significant issue. The security code sent to his phone is not being received, prompting him to explore alternative methods. Regrettably, due to a misunderstanding, he provided incorrect answers to some security questions. As a result, his account has been suspended, and a ticket has been submitted to the Trust & Safety team.

Despite this, it has been more than 5 days, and he has not received any updates. Currently engaged in a permanent job, he is unable to log hours, and this situation has left him feeling utterly helpless. We are seeking suggestions on what steps he can take to resolve this matter promptly. Your guidance and assistance would be greatly appreciated

Hello Mohd,

 

I am sorry to hear about the action taken on your friend's account. For confidentiality purposes, I will be unable to discuss other user's accounts with you. I suggest you request your friend to contact us directly for better and faster resolutions.

 

- Pradeep

Upwork
377d22b9
Community Member

Hi Joanne Marie P,

I can not access any job proposal apply.

Why???

Please help me.

AveryO
Community Manager
Community Manager

Hi there, 

 

It looks like you have a pending verification, and the team contacted you through this ticket. Kindly complete your verification, and once this has been completed, you should have no problems accessing the features of the Upwork website. 

I hope this helps!


~ Avery
Upwork

I don't have a passport but upwork verification won't accept my government issued citizenship.

I am new to upwork and from Nepal. As I have stated in the subject, upwork verification won't accept my government-issued citizenship certificate. I don't have passport and even if I apply to make a passport here in Nepal it will take a month. What can I do?

Hi Sandesh,

 

I will look into this further and will get back to you once I have more information. 

~ Nikola
Upwork

Thanks for your positive response. I wish I become verified as soon as possible.

Hi Sandesh,

 

Thank you for your patience. Could you please try uploading documents again? You can select the document type that is closest to the document you can provide and submit it. 

Additionally, feel free to check out this help article for the list of acceptable documents for verification.

~ Nikola
Upwork
e4aa2618
Community Member

I attempted to verify my identity today on Upwork and noticed that the only option available was a passport, which can be a challenging process in Nepal. Why is there no government Id verification?

Hi Nicola,

I tried it but the problem is still same.

There is no citizenship option,

Although I upload the citizenship, It won't accept.

 

Please help

Hi Sandesh, 

 

Could you please tell us more about the error message you received while trying to upload your document? 

 

- Pradeep

Upwork

Hi Nikola,

There is no change detected. The problem still persisted . Help please.

**Edited for community guidelines**

Hi Sandesh,

 

Could you please try again after clearing your cache and cookies or using a different browser? If the issue persists, please let us know.

~ Joanne
Upwork

I uploaded necessary credential but I am getting this error. 

Note: I am getting this error second time 

HI  Joanne,

I have uploaded my government issued ID but its been 1-2 week but it is still unverified. Please hep me to verify my document as soon as possible so that I can approach to clients via  proposals

Thank You.

Hi Sandesh,

 

I am pleased to inform you that your account is verified now. Feel free to message us if you need further assistance.

 

- Pradeep

Upwork
sabarie
Community Member

Hello All,

 

I have applied for id verification before 10 days. The verification still pending. I am unable to bid for the projects.

 

How can we solve it?

 

Thanks

Hi Sabareesan, 

 

Thank you for reaching out to us. Could you please try uploading documents again? 

~ Nikola
Upwork
0ee9bc0a
Community Member

I can't send proposals while you're verifying my documents why is that so??

Hi Muhammad Awwal,

 

Accounts may get restricted while verification is not complete as we want to keep the marketplace safe. We need to verify first that users are who they say they are before they can work with clients/freelancers.


~ AJ
Upwork
eedb3bd2
Community Member

Dear Upwork Support Team,

I am writing to express a serious issue I have encountered with my Upwork account. I recently attempted to change my name on my profile, but I made a mistake in the process. The new name I provided does not match my government-issued identity documents, which is why I am unable to verify it.

Despite multiple attempts, I have been unable to revert this change and return to my previous, verified name. Each time I attempt to change my name back, Upwork continues to prompt me for new name verification, which is not possible due to the mismatch with my identity documents.

This situation is causing significant inconvenience as I am unable to access my account and continue my work on Upwork. I understand the importance of verification and the need for accurate personal information, but I am in a difficult position due to the mismatch between my name and my identity documents.

I kindly request your assistance in resolving this issue. I would greatly appreciate it if you could guide me through the process of reverting the name change and returning to my previous, verified name. If necessary, I am willing to provide any additional information or documents to support this request.

Thank you for your understanding and assistance in this matter. I look forward to your response.

Best regards

Hi Sadam,

 

We certainly understand your concern and appreciate your transparency with the issue. I've escalated your case directly to the team handling the review. One of the members will review your account and provide an update via email with more information and further assistance.

 

~ Arjay
Upwork
eedb3bd2
Community Member

Dear Upwork Support Team,

I hope this message finds you well. I am writing to bring to your attention a persistent issue I have been facing with my Upwork account, and despite my repeated attempts to resolve it, I have not received a response from your team for the past seven days.

The problem originated when I attempted to change my profile name to "Sadi" from my previously verified name, "Sadam Khan." Unfortunately, this change led to a mismatch with my government-issued identity documents during the ID verification process.

I understand the importance of adhering to Upwork's name policy and the necessity of accurate personal information. However, I have encountered difficulties in reverting the name change. Each attempt prompts a request for new name verification, which is unattainable due to the discrepancy with my identity documents.

This situation has resulted in my account being on hold for the past 8 days, restricting me from sending proposals or receiving interview invitations. I have diligently followed the best practices for ID submission, ensuring the visibility of my name and date of birth, and using a valid government-issued photo ID.

I have submitted multiple tickets and messages seeking assistance, but unfortunately, my efforts have not yielded a response. This has prompted me to seek help on community forums and other platforms, as the issue remains unresolved. I kindly request your immediate attention and assistance in resolving this matter.

I am willing to provide any necessary additional information or documents to support the correction of my profile name to the previously verified "Sadam Khan. Your prompt action is crucial, as the account hold has significantly impacted my ability to use Upwork's services.

I appreciate your understanding and cooperation in addressing this urgent matter. Thank you for your time and assistance. I look forward to a swift resolution.

Best regards,

Sadam Khan

Hello Sadam,

 

It looks like you are already communicating with the relevant team via a support ticket regarding your concern and one of our team members is already assisting you. You can access your support tickets here. Please don't hesitate to follow up with them on the same support ticket if you have additional questions regarding your concern. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.


- Pradeep

Upwork

Hello Pradeep,

I hope this message finds you well. I appreciate your prompt response.

Unfortunately, despite my attempts to communicate through the support ticket over the past 5 days, I have not received any response from the team. My account has been on hold for the past 11 days, and the lack of resolution is causing significant inconvenience.

I understand that support requests are addressed in the order they are received. However, given the urgency of my situation, I kindly request expedited attention to my case. My work and access to essential services are severely impacted, and I am in need of a swift resolution.

I have been diligently following up on the existing support ticket, but the lack of communication is disconcerting. Can you please escalate this matter and ensure that someone from the team addresses my concerns at the earliest?

Your assistance in resolving this matter promptly is greatly appreciated.

Thank you
Sadam

Hi Sadam,

 

I'm sorry you haven't heard back from the team. I've notified them on our end and can confirm they recently followed up with you. Please continue communicating with them through your ticket so that they can assist you further.

~ Luiggi
Upwork
eedb3bd2
Community Member

Dear Upwork Support Team,

I hope this message finds you well. Regrettably, I am reaching out for the fifth time in my ongoing efforts to resolve a critical issue with my Upwork account. Despite multiple posts and messages over the past 14 days, my concern remains unresolved, hindering my ability to use Upwork's services effectively.

To recap, the issue arose when I inadvertently updated my profile name to my nickname, "Sadi," instead of maintaining my previously verified name, "Sadam Khan." This change has caused persistent challenges during the ID verification process, as my government-issued ID card does not align with the updated nickname.

I understand and appreciate Upwork's commitment to maintaining accurate user information and adherence to name policies. However, the continuous prompts for nickname verification have resulted in my account being on hold for the past 14 days. Despite submitting valid government-issued photo ID with visible name and date of birth information, I have been unable to proceed due to the ongoing mismatch.

This marks my fifth attempt to seek assistance in resolving this matter. I have submitted multiple tickets and messages, yet the response time has been prolonged, and the replies have not led to a satisfactory resolution. Different support representatives have contacted me without a clear understanding of the issue, causing further delays.

I urgently request your intervention to revert my name change to the previously verified "Sadam Khan" and facilitate the verification process with my government-issued ID card. I am willing to provide any necessary additional information or documents to expedite the correction process.

Your immediate attention to this matter is crucial, as the extended account hold is significantly impacting my ability to engage in Upwork's freelance opportunities. I appreciate your understanding and cooperation and hope that this fifth attempt will result in a swift resolution.

Thank you for your time and assistance.

Best regards,

Sadam Khan

Hi Sadam,

 

I'm sorry you haven't heard from the team yet. I've followed up with them and can confirm that they recently shared an update with you. Kindly refer to your ticket for more information and continue communicating with them via the same ticket. 

~ Luiggi
Upwork
b1f5d31e
Community Member

I am not able to submit a ticket to upwork support so that I can submit my driver's license to verify my account. 

2c97bef8
Community Member

What are the supported ID types for Nigerian accounts?

 

I'm getting error:

We had some trouble verifying your ID

It looks like you uploaded an unsupported type of ID. Please try again with one of the following supported types.

If you don't have a supported ID type, please contact us  .

 

when trying to use my Permanent Voters ID for verification

Hi Elijah,

 

You will need to take a picture of your government-issued ID in order to verify your identity. The acceptable forms of ID vary by country and will be listed on the form. Feel free to check this help article for more information about acceptable documents and best practices when submitting your ID for approval.

 

Once you are ready to submit, access your Upwork account Settings and click the Identity Verification tab to proceed.

 

~ Arjay
Upwork
dda779a3
Community Member

I want to verify my account. It shows only 'passport'. I don't have passport and I have government verified Citizenship ID. How can I submit it to verify my profile?

Hi Andes, 

 

Thank you for reaching out to us. Could you please try again to upload your available document? You can select the available option and then upload the document you have. 

 

Let us know if you need further assistance. 

~ Nikola
Upwork
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